You are responsible for responding to new support requests in a timely manner that meets or outperforms customer service level agreements.
Provide regular updates to customers regarding ongoing support tickets and actions to resolve them.
Escalate issues as appropriate, based on severity and urgency.
You will work closely with the Implementations Team to assist in configuring new client tenants.
Provide detailed bug reports or enhancement requests to the Development team via Jira.
Provide internal IT support for team members as needed to address hardware/software issues within company endpoints and supporting tools
Provide after hours support for clients in an on call rotation, Create and update knowledge base articles and user guides.
Document your interactions with and for clients in various internal systems.
Take on additional projects as assigned
Requirements
BS Computer Engineering, Computer Science, Communications or related. Equivalent experience may be substituted for formal education as appropriate.
1-3 years experience in a Technical Support role supporting B2B SaaS clients
Job Type: Full-time